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FAQs

How to setup secure T-Online IMAP accounts on iPhone OS (German)?

How to install HELIOS products on Ubuntu 9.10 Desktop? (coming soon)

How to install and setup freeware 'dovecot' to act as a local IMAP email archive server on Mac OS X? (German)

ES-Backup FAQs

After entering product activation keys ES-Backup still reports running a demo version.

How to setup Tandberg T40/T24 tape libraries on Mac OS X?

How to backup individual files and folders with ES-Backup For-Free version 4.1?

How to setup remote backups on Solaris 10?

Solaris 10 does not recognize SCSI devices.

How to set up a secure ssh backup.

ES-Backup Server does not start and display a bind error.

What unicode setting do I have to use in ES-Backup Admin?

Restore on Solaris aborts and the catalog logfile contains ufsrestore messages in a language other than English.

Handling network security.

After installation of ES-Backup 3.3.x my UNIX remote commands do not work any more.

ES-Backup does not recognize barcodes even if my tape changer has a barcode reader installed.

Installing ES-Backup on a computer with an outdated/not more used HELIOS demo product.

After upgrading to ES-Backup 3.3 the ES-Backup Server process does not start.

How to use HELIOS xtar to write to a tape on Mac OS X?

Scheduled backups on Mac OS X sometimes abort with error message "Only level 0 dumps are allowed on subdirectories" although at other times this scheduled backup works fine. What's going on here?

How do I logon to an ES-Backup Server running on Mac OS X after first time installation?

How do I restore/synchronize the Mac OS X boot partition?

How do I determine suitable st.conf entries on Solaris?

How do I move the ES-Backup Server installation directory to another location?

How do I determine whether my tape library is supported by the ES-Backup Autoloader Extension?

During incremental backups the resource parts of some files are not backed up and after a restore the files do not show their expected icon.

During backups I often get an I/O-error in the catalog logfiles.

The ES-Backup Admin logfile windows do not update automatically.

I cannot delete a catalog with ES-Backup Admin which says the catalog is in use. Although there is no backup or restore job listed in the status window.

How do I report ES-Backup related problems?

How do I get the best performance out of my tape drive?

#####################################################################################################

After entering product activation keys ES-Backup still reports running a demo version
Make sure you have entered the activation key exactly as recieved with the activation key reply form.
Make sure you entered the UGSoft Mach-ID as displayed on the license dialog in brackets.
Delete all license information not required for your installation, i.e. if you have not received the activation key for the autoloader extension, delete the corresponding fields. If you have not received the activation key for the file server extension, delete the corresponding fields.
Save your license changes and immediately quit ES-Backup Admin.
Restart the ES-Backup Server the usual way, e.g. by using esbtool.jar, or by restarting your computer or by calling from a terminal shell:
$ sudo /usr/local/bu/stop-busrv
$ sudo /usr/local/bu/start-busrv

How to setup Tandberg T40/T24 tape libraries on Mac OS X?

As with other tape libraries, ES-Backup automatically creates device entries for the Tandberg T40 and T24 tape libraries either connected via Fibre Channel, SAS or SCSI. Unfortunately the automatically created device entries do not work with specific library firmware versions. If you encounter problems using these tape libraries after setting them up with ES-Backup Admin automatically do the following to fix these problems:

+ Make sure you have installed ES-Backup 4.1.2 or later
+ In ES-Backup Admin create a new device entry manually and select "Tandberg VXA StorageLoader" from the drive pop-up menu
+ Open the device entry which was created automatically by ES-Backup and copy/paste the "Device:", "Blocking factor:" and "Changer:" fields to the manually created device entry. Adjust "First/last slot" as required.
+ Save the changes and use this new device instead of those created automatically.

How to backup individual files and folders with ES-Backup For-Free version 4.1?

ES-Backup For-Free is designed to allow to backup entire disk partitions only and only to locally attached single tape drives. Although, you may restore either the entire backup or individual files and folders out of a backup.
Following is a trick how you can backup individual files and folders even with ES-Backup For-Free on Mac OS X:

+ With Disk Utility create a disk image with the size suitable for the date you want to backup.
+ Mount the disk image.
+ Copy the files and folders to the disk image.
+ In ES-Backup select the disk image for backup to your tape device.

Any mounted harddisk partition, disk image, USB stick, network volume (AFP or NFS), etc. counts as a suitable backup source within ES-Backup and thus can be selected for backup. The same is true for ES-Backup on Linux and Solaris.

An ES-Backup demo version (time-limited demo activation keys availabel on request) as well as licensed full versions (with purchased full activation keys) do not have any restrictions, e.g. individual files and folders can be selected for backup directly, and much more. Please see product description for more details.

How to setup remote backups on Solaris 10?

The basic steps required to enable remote backups on ES-Backup Clients and Servers is the same for all operating systems. Please see the ES-Backup user manuals, demo movies and After installation of ES-Backup 3.3.x my UNIX remote commands do not work any more and How to set up a secure ssh backup for detailed information.

Additionally on Soalris 10 the system messages file might contain notes that the changes to /etc/inetd.conf made by the ES-Backup installation require additional calls, e.g. inetadm or inetconv. to de/activate rshd. Please see corresponding man pages (e.g. inetadm -e svc:/network/shell:default).

Solaris 10 does not recognize SCSI devices.

On some Soalris 10 SPARC and x86 installatons the ES-Backup smtc driver cannot be loaded and attached to tape and tape changer devices. This problem does not only effect ES-Backup but other backup software e.g. using the system built-in sgen driver as well.

Please follow the instruction from Sun to fix this problem http://sunsolve.sun.com/search/document.do?assetkey=1-66-231243-1:

How to set up a secure ssh backup.

Starting with ES-Backup 4.0.2 it is possible to send encrypted data from an ES-Backup Client to a remote device connected to an ES-Backup Server during backup and restore, e.g. via the Internet. The encryption is done via ssh. The server must be setup to accept ssh connections from the client as user root without password requests.

Read http://support.svi.nl/wiki/ScpBatchMode for configuration information.

On the ES-Backup Client side checkbox "Access to remote devices through secure ssh connection" must be ticked.

ES-Backup Server does not start and displays bind error.

ES-Backup Server by default listens on TCP port 8000 for ES-Backup Admin connections. If this port is already in use by another application, ES-Backup Server aborts with a bind error.

Solution 1.

Try to locate the application which is using the same port as ES-Backup Server and configure it to use a different port. If you cannot do this for any reason, you may want to instruct ES-Backup Server to use a different port not used by any application as follows:

- edit ES-Backup Server's configuration file conf/busrv.conf located in the ES-Backup Server installation directory with a UNIX texteditor such as vi.

- include a line similar to the following, e.g in this example port 8001 will be used:

TCPPORT=8001

- start the ES-Backup Server

- in order to establish a connection with ES-Backup Admin, you need to enter a ":" followed by the new TCP port after the ES-Backup Server's IP address or DNS name from now on, e.g.:

MyServer:8001

Note: An ES-Backup update or upgrade might overwrite your changes in busrv.conf!

Solution 2.

After stopping ES-Backup Server and immediately starting it again, this message can be displayed, too. Try to start ES-Backup Server for about 2 minutes until the messages is not more displayed.

What unicode setting do I have to use in ES-Backup Admin?

Note: ES-Backup 3.6 and later do not require any unicode settings.


When deciding which ES-Backup Admin local Unicode setting to use _before_ opening a restore window from a backup of a UNIX partition, you need to distinguish between whether EtherShare is installed or not on the ES-Backup Server you are logged on.

Mac OS X
--------
+ If EtherShare _is_ installed and files you want to restore where located on:
- HFS+ volume and on an EtherShare UTF-8 volume, use MacRomanHFS.
- UFS volume and on an EtherShare UTF-8 volume, use MacRoman.
- HFS+ volume but not on an EtherShare volume, use MacRomanHFS.
- UFS volume but not on an EtherShare volume, use MacRomanHFS.
- EtherShare old hex volume, use Hexadecimal.

+ If EtherShare _is_not_ installed and files you want to restore where located on:
- HFS+ volume, use MacRoman.
- UFS volume, use MacRoman.


Solaris
-------
+ If EtherShare _is_ installed and files you want to restore where located on:
- EtherShare UTF-8 volume, use MacRoman.
- EtherShare old hex volume, use Hexadecimal.

+ If EtherShare _is_not_ installed:
- Allways use None.


Linux
-----
+ If EtherShare _is_ installed and files you want to restore where located on:
- EtherShare UTF-8 volume, use MacRoman.
- EtherShare old hex volume, use Hexadecimal.

+ If EtherShare _is_not_ installed:
- Allways use None.


Note: Using None will allways work on all OSs, with and without EtherShare, but will not display correct special characters.

Restore on Solaris aborts and the ES-Backup catalog logfile contains ufsrestore messages in a language other than English.

This might happen due to a bug on Solaris (not confirmed) or incompletely installed Solaris patches (not confirmed). ES-Backup temporarily sets the UNIX "Locale" environment to C in order to receive English messages from UNIX commands. This seems to not work on some Solaris 8/9 installations, thus some ES-Backup functionalities might fail in case root users "Locale" environment is set differently by default.

Workaround:

Edit /etc/default/init to contain the lines

LC_ALL=C
LANG=

Make sure .profile in root user's home directory (usually located in "/") does not contain any such entries which might overwrite the default settings. You might need to restart the entire server afterwards.

Handling network security.

ES-Backup Server listens on TCP port 8000 for ES-Backup Admin connections. You must open the server's firewall for this port for incoming connections. The port number can be changed in file $BUDIR/conf/busrv.conf by inserting e.g. the following line:

TCPPORT=9999

The ES-Backup Server needs to be restarted afterwards. In ES-Backup Admin you need to specify the new port each time you logon to this ES-Backup Server, e.g.: MyServer:9999.

ES-Backup 3.3.x Server listens on TCP port 514 for remote tape device client connections. You must open the server's firewall for this port for incoming connections.

The TCP ports used by remote tape device connections from ES-Backup Clients are in the range 512-1023.
You must open these ports for outgoing connections on the clients.
You must open these ports for incoming connections on the server.

Also see After installation of ES-Backup 3.3.x my UNIX remote commands do not work any more.

After installation of ES-Backup 3.3.x my UNIX remote commands do not work any more.

ES-Backup uses an own secure rshd which only allows to use an extended rmt protocol. Thus the services usually accessed through shell/tcp from inetd.conf, e.g. rsh, are not available. In case you need these other services just edit /etc/inetd.conf and delete parameter -R from ES-Backup's rshd entry.
In case you want to benefit from ES-Backup's secure rshd (i.e. you do not need the extra services), take care when carrying out operating system updates which might overwrite ES-Backup's rshd, rmt and the settings in inetd.conf. If this happened you need to re-install ES-Backup, e.g. by using menu 1 from the configure script available in ES-Backup's server installation directory.

ES-Backup does not recognize barcodes even if my tape changer has a barcode reader installed.

Make sure the tapes in the tape changer are equipped with valid barcode labels. Activate the barcode reader from the tape changer's front panel. If still no barcodes are recognized and the smtc_cmd option inquiry for the tape changer still shows that no barcode support is available, please do the following:

- as root user create or edit the text file /etc/SMTC.conf, e.g. with vi, and insert the line:

FORCEBARCODE=true

- restart the ES-Backup Server.

Installing ES-Backup on a computer with an outdated/not more used HELIOS demo product.

Before installing ES-Backup, delete the file /etc/HELIOSInstallPath, otherwise an ES-Backup product which requires a valid HELIOS installation will be installed.

After upgrading to a new ES-Backup the ES-Backup Server process does not start.

If you install ES-Backup 3.3 over an older product version, the old activation keys are not accepted by ES-Backup 3.3, thus ES-Backup 3.3 won't start. There are two options to solve this problem:

1. Delete or rename the ES-Backup license file $BUDIR/conf/busrv.lic and install ES-Backup 3.3 again. This will force the installation process to create a new license file with demo activation keys (in case the demo keys are expired, ES-Backup will start in Synchro mode with limited functionality). With ES-Backup Admin now connect to the ES-Backup Server, enter the ES-Backup 3.3 license information using menu "Edit:Server License...", disconnect from the ES-Backup Server and restart the ES-Backup Server as described in the user manual.

2. Enter the ES-Backup 3.3 license data from a UNIX terminal as user root by changing to the ES-Backup Server installation directory and starting the command ./configure, followed by restarting the ES-Backup Server, as described in the user manual.

Note: ES-Backup 4.0 and later run in Syncro mode if invalid license data is detected. This mode allows to re-enter license data. It is not required to re-start the ES-Backup Server after changing license data.

How to use HELIOS xtar to write to a tape device on Mac OS X?

The ES-Backup tape device driver on Mac OS X creates pseudo POSIX device files for SCSI and FireWire tape devices in folder /etc/UGSdev/. The ES-Backup tools esbdump, esbrestore and esbmt use these device files to access tape devices.

In order to allow UNIX tools on Mac OS X to access locally attached tape devices through the ES-Backup device files, the tools must either be linked with specific UGSoft shared libraries - which is the case for esbdump, esbrestore and esbmt - or they need to be capable of accessing tape devices remotely, i.e. the device path starts with a hostname or IP address separated by a ":"-char from the following device path.

All UNIX tools on Mac OS X which are capable of accessing remote tape devices can write to these devices - even if the device is connected locally -, as long as ES-Backup is installed.

HELIOS xtar allows to specify remote tape device paths.

The following EXAMPLE demonstrates:

1. How to write a tar archive of folder /Documents using HELIOS xtar to a FireWire tape drive represented through the ES-Backup pseudo device file /etc/UGSdev/ft0.
2. How to read the archive contents from the tape.
3. How to restore the archive from the tape.
4. How a second archive is added to the tape.
5. How to read the second archive's contents from the tape.

Here we go:

0. Make sure ES-Backup 3.2.1 or later is installed.

1. Write archive to the tape:
# xtar clbf 256 127.0.0.1:/etc/UGSdev/ft0 /Documents

2. Read archive contents from the tape:
# xtar tvbf 256 127.0.0.1:/etc/UGSdev/ft0

3. Restore archive from the tape:
# cd /tmp
# xtar xvbf 256 127.0.0.1:/etc/UGSdev/ft0

4. Add a second archive to the tape:
# esbmt -f 127.0.0.1:/etc/UGSdev/nft0 eom
# esbmt -f 127.0.0.1:/etc/UGSdev/nft0 status
# xtar clbf 256 127.0.0.1:/etc/UGSdev/ft0 /private/tmp

5. Read the second archive's contents from the tape:
# esbmt -f 127.0.0.1:/etc/UGSdev/nft0 fsf 1
# esbmt -f 127.0.0.1:/etc/UGSdev/nft0 status
# xtar tvbf 256 127.0.0.1:/etc/UGSdev/ft0


Important notes:
- IP address 127.0.0.1 represents the loopback interface of the local machine.
- Note the usage of the non-rewinding tape device file "nft0" in 4./5. above.
- Of course you can access the Mac OS X tape drive from any other host remotely,as long as access is granted and ES-Backup drives the tape drive.
- In order for best performance the blocking factor 256 might need to be adjusted depending on disk/network speed, etc. Not all blocking factors are supported by all tape drives.
- Do not access the ES-Backup pseudo device files directly without specifying a hostname or IP address, otherwise the file might get damaged and access to the tape drive is not more possible (in this case you need to re-create the device file with "esbmt lndev" or with ES-Backup Admin).
- Tapes written by xtar cannot be used to add backups with ES-Backup unless they are initialized or deleted before.
- Please see file "License.txt" from the ES-Backup distribution for licensing information.

Scheduled backups on Mac OS X sometimes abort with error message "Only level 0 dumps are allowed on subdirectories" although at other times this scheduled backup works fine. What's going on here?

If Mac OS X is started up, it assigns device paths to attached harddisks, e.g. /dev/rdisk3s4. These paths are not guaranteed to be static between several system startups but might change, e.g. if harddisks where turned on or off or SCSI IDs changed, FW disks are attached to different busses or the attach order differs. E.g. the device path for above device might be changed to /dev/rdisk0s4.

Thus, if you started up the system with specific device paths assignments, i.e. specific disks mounted, and you specified device paths for schedules in ES-Backup while this setup was active, these device paths might be invalid later if started up with a different disk configuration. I.e. a backup would not find the expected disk, reports the message and aborts. Even worser: It finds a disk, but this one is not the same as the disk mounted before at this path, which might result in invalid incremental backups.

You should make sure the mount order of disks which shall be backed up is allways the same. For FW and USB devices you can force the mount order by switching them on after the system started up. Or just make sure all devices to be backed up are allways on. The device paths do not change if you turn off some devices later, unless you re-start the system.

In order to clean up this undefined situation you should start up the system as described above and re-save ES-Backup's schedules to allow them to determine the device paths again.

How do I logon to an ES-Backup Server running on Mac OS X after first time installation?

The ES-Backup installtion creates an entry for the root user to access the ES-Backup Server from ES-Backup Admin. In ES-Backup Admin`s logon dialog you need to enter "root" as the username as well as root user's password.

By default on Mac OS X the root user is not activated. In order to activate the root user you need to start the "NetInfo Manager" application from folder /Applications/Tools. In the security menu select "Activate root user" after you identified yourself as an administrator. After saving the changes you can logon to ES-Backup Server as the root user.

In ES-Backup Admin you can now create additional user entries who should be allowed to acces the ES-Backup Server, e.g. your administrator name.

Note: Starting with ES-Backup 3.3 on Mac OS X the user who identifies him/herself with administrator privileges during ES-Backup installation is automatically inserted as an ES-Backup user. Thus, the above described procedure is not neccessary anymore.

How do I restore/synchronize the Mac OS X boot partition?

Starting with ES-Backup 3.2 Mac OS X HFS+ paritions can be backed up. In order to restore the boot partition to another HFS+ harddisk and make it bootable do the following:

- Create a HFS+ filesystem on the destination harddisk
- Set the owner and access permissions of the destination partition to those of the current boot partition, e.g.:
Owner: system
Access rights: Read & Write
Group: admin
Access rights: Read only
Others: Read only
- Untick Ignore owner on this volume

- In ES-Backup Admin open the backup catalog containing the boot partition in order to restore all files
- In the field Restore to Destination Folder type the path to your destination partition, e.g. :Volumes:NewPartition
(Note the leading : char and the path seperator)
- Tick Restore complete Catalog
- Insert the backup tape
- Click on Start Restore to start the restore job

- After the restore is finished select the new partition as your startup partition and reboot

Note: Starting with ES-Backup 3.3.1 there are two ES-Backup scripts available which you should use to restore/synchronize a bootable Mac OS X partition. Use "SetPartitionMode" as the pre-run script (which will set the required destination privileges) and "MakeBootPartition" as the post-run script (which will bless the destination's system folder).
You still need to untick Ignore owner on this volume for the destination!

How do I determine suitable st.conf entries on Solaris?

The /kernel/drv/st.conf file already contains tape drive entries for a large number of devices. An entry for your tape drive needs to be uncommented and a configuration reboot (boot -r) needs to be carried out in order to take changes into effect. If you cannot find an entry for your tape drive, please check on the Sun web site whether your Solaris version already supports your tape drive by default (this may depend on the Solaris patch level). Also contact your tape drive's supplier or vendor for suitable configuration entries.

During our internal tests and from customer feedback we have found the following entries to work fine (some are the defaults from the original st.conf file). Please note that we can give no guaranty on the correctness of these entries and you will use them on your own risk. If you find additional or different settings for your particular device, please send them to us, we will be happy to provide them here to other customers.

tape-config-list=
"QUANTUM DLT7000", "Quantum DLT7000", "DLT7k-data",
"SUN DLT7000", "Sun DLT7000", "DLT7k-data",
"Quantum DLT4000", "Quantum DLT4000", "DLT-data",
"SUN DLT4000", "DLT4000", "DLT-data",
"SONY SDX-300C", "My Sony AIT1", "SONY_AIT",
"SONY SDX-500C", "My Sony AIT2", "SONY_AIT",
"SONY SDX-700C", "My Sony AIT3", "SONY_AIT",
"SONY TSL-A500C", "My Sony AIT2 4 Tape Autoloader", "SONY_AIT";
"TANDBERG SLR5 4/8GB", "My Tandberg SLR5", "TANDBERG_SLR5",
"ECRIX VXA-1", "My Ecrix VXA-1", "VXA-1",
"IBM ULTRIUM-TD1 ", "My LTO1", "LTO-1",
"TANDBERGSLR100", "My Tandberg SLR100", "tandberg-slr100";

SONY_AIT = 1,0x36,0,0x3d679,1,0x00,0;
LTO-1 = 1,0x36,0,0xd639,4,0x40,0x40,0x40,0x40,0;
VXA-1 = 1,0x36,0,0x1de39,1,0x80,0;
TANDBERG_SLR5 = 1,0x32,0,0xd67b,1,0x00,0;
tandberg-slr100 = 1,0x37,0,0x963b,4,0x00,0xc0,0xc0,0xc0,0;
DLT-data = 1,0x38,0,0xD639,4,0x80,0x81,0x82,0x83,2;
DLT7k-data = 1,0x38,0,0xD639,4,0x82,0x83,0x84,0x85,2;


How do I move the ES-Backup Server installation directory to another location?

In case you need to move the ES-Backup Server installation directory to another Unix partition, e.g. if the current Unix partition ran out of disk space, do NOT create any symbolic links to or from the ES-Backup Server installation directory - this will not work.

Instead, please follow these instructions:


- deactivate all schedules with ES-Backup Admin.
- disconnect all connections from ES-Backup Admin to the ES-Backup Server.
- as user root stop the ES-Backup Server:
# cd /usr/local/bu
# ./stop-busrv
In case you are also using the ES-Backup Autoloader Extension (for use with tape libraries) and you have edited /kernel/drv/smtc.conf, make a copy of this file:
cp /kernel/drv/smtc.conf /kernel/drv/smtc.conf.bak
(This is only neccessary if you are using ES-Backup and Autoloader Extension prior to version 2.1)
Then do:
# cd /usr/local
# mv /usr/local/bu PATH_TO_NEW_DESTINATION
# cd PATH_TO_NEW_DESTINATION/bu
# ./install (instead call ./configure with ES-Backup 3.2 and later)
Now call menu 1. This will configure the new installation directory to any required scripts.
(The install script prior to version 2.1 will also overwrite /kernel/drv/smtc.conf).
In case you are using the ES-Backup Autoloader Extension you now need to actualize /kernel/drv/smtc.conf with /kernel/drv/smtc.conf.bak and may need to restart the Unix server (boot -r).
Otherwise call:
# ./start-busrv
Now re-activate all required schedules with ES-Backup Admin.

Note: While the above procedure is still valid, ES-Backup 4.0 and later allow a symbolic link to the installation directory thus calling ./configure is not more required.

How do I determine whether my tape library is supported by the ES-Backup Autoloader Extension?

Please read the ES-Backup page on the UGSoft homepage which contains the actual list of tape changers tested by UGSoft with the ES-Backup Autoloader Extension.

You may use the smtc_cmd provided since ES-Backup 2.1 in order to carry out a compatibility test and send the output to your ES-Backup support department. They will check the output and will let you know whether your tape changer will work with
ES-Backup. For more information, please read the ES-Backup manuals.

During incremental backups the resource parts of some files are not backed up and after a restore the files do not show their expected icon

Make sure the EtherShare configuration file contains the parameter "filedatesync" in the afpsrv-section. For more information, please read the ES-Backup and EtherShare manuals.

Note: ES-Backup 4.0 and later do not required parameter "filedatesync" in the afpsrv-section.

During backups I often get an I/O-error in the catalog logfiles

Make sure the UNIX configuration file /kernel/drv/st.conf on Solaris contains a valid entry for your tape drive. Make sure your tape and the tape drive is not faulty.

The ES-Backup Admin logfile windows do not update automatically

In the ES-Backup Admin "Local preferences" dialog check the box "Update windows automatically".

I cannot delete a catalog with ES-Backup Admin which says the catalog is in use. Although there is no backup or restore job listed in the status window

This might happen rarely, e.g. if you shutdown your UNIX system during a backup or restore operation. Use the ES-Backup Server tool etc/esbcleanup from your ES-Backup Server installation directory in order to update the internal ES-Backup information. Before calling esbcleanup make sure no backup or restore operation is running and stop the ES-Backup Server. Be very carefull when using esbcleanup - unintended use may delete important information. For more information, please read the ES-Backup manuals.

How do I report ES-Backup related problems?

Before contacting a support department, please read the corresponding sections of the ES-Backup manuals and the Readme file from the product CD-ROM in order to find out correct setup and usage.

If this does not solve the problem, please send an email to your ES-Backup supplier and include the following information:

- Detailed problem description (including brand and type of your tape drive/library).

- Output of ES-Backup tool etc/driver/smtc_cmd located in your ES-Backup Server installation directory called with parameter "inquiry" for both, your tape drive(s) and tape library.

- Output of ES-Backup tool etc/supportinfo located in your ES-Backup Server installation directory. Starting with ES-Backup 3.2 the supportinfo can be saved to a text file with ES-Backup Admin.

- Contents of catalog logfile from ES-Backup Admin where the problem occured.

- Mac OS version used with ES-Backup Admin.

- EtherShare versions output of EtherShare Admin.

For more information on how to prepare an ES-Backup related support call, please read the ES-Backup manuals.

How do I get the best performance out of my tape drive?

- Connect tape drives to a separate SCSI (FireWire/USB/FibreChannel) bus.

- Only use empty tapes, e.g. delete them with ES-Backup Admin. Already written tapes may force a backup to use the blocksize available on the tape from previous writes, instead of using the most suitable blocksize.

- Use cleaning tapes regularly.

- See your tape drive's user manual for further information.

- Depending on your harddisk speed, the server's SCSI (FireWire/USB/FibreChannel) bus, the server load during backup and your tape drive's speed you may try to adjust the Blocking Factor in ES-Backup Admin. Suitable values are 0, 32, 64 and 128. If you want to make sure your written tapes can be used on other operating systems, use 0 (default tape block size). Otherwise you may need to play around with 32, 64 and 128 to determine which of those performs best in your system configuration. Please note that a larger blocking factor might raise the data throughput on a server with no load, but might reduce the throughput if the same server is under heavy load.
If you decided on a blocking factor, do not change it later, unless you make sure you do not use different blocking factors on the same tape.

For more information, please read the ES-Backup manuals.

On Solaris:

- Make sure your tape drive is listed in /kernel/drv/st.conf with the correct parameters. Please contact your tape drive's vendor in order to receive suitable entries for st.conf.

On Mac OS X:

- on Mac OS X we found 44 as a suitable value for the blocking factor

Note: With ES-Backup 3.6 and later on Mac OS X you should also use 32, 64 or 128. The previously default 44 will result in slow backups with this versions.